Experienced Help Desk Customer Service Technician – Veterans Benefits Management System Support

At arenaflex, we're committed to delivering exceptional services to the federal government, and we're seeking a highly skilled Help Desk Customer Service Technician to join our team. As a Help Desk Customer Service Technician, you will play a critical role in supporting the Veterans Benefits Management System at the Department of Veterans Affairs (VA). This is an exciting opportunity to work with a talented team, utilize your technical expertise, and make a meaningful impact on the lives of our nation's veterans. About arenaflex arenaflex is a Service-Disabled Veteran Owned Small Business (SDVOSB) and SBA HUBZone Certified company, dedicated to providing outstanding services to the federal government. With extensive experience in cyber security, development, IT infrastructure, supply chain management, and system design, we're well-equipped to tackle complex challenges and drive continuous improvement. Our commitment to excellence, innovation, and customer satisfaction has earned us a reputation as a trusted partner in the federal government. Job Summary We're seeking a highly skilled Help Desk Customer Service Technician to join our team, providing technical support and assistance to VBMS users, from entry-level employees to supervisors. As a Help Desk Customer Service Technician, you will be responsible for analyzing application problems, documenting, resolving, or escalating issues to Tier 1, and participating in daily operational calls with stakeholders to review high-profile issues, updates, and new concerns. You will also troubleshoot issues related to PC settings, browser optimization, access issues, and network problems using remote technology tools.

Responsibilities

• Analyze application problems, document, resolve, or escalate to Tier 1
• Participate in daily operational calls with stakeholders to review high-profile issues, updates, and new concerns
• Troubleshoot issues related to PC settings, browser optimization, access issues, and network problems using remote technology tools
• Track efforts with VA Enterprise Service Desk (ESD) using the ServiceNow ticket system
• Collaborate with stakeholders to resolve issues and improve system performance
• Develop and maintain knowledge of VBMS and related systems
• Provide technical support and assistance to VBMS users
• Participate in training and professional development opportunities to enhance technical skills and knowledge Requirements
• High school diploma or equivalent required; associate's or bachelor's degree preferred
• 3+ years of experience in a help desk or technical support role
• Working knowledge of web-based applications and data access mechanisms
• Database management and administration tools experience
• Experience with enterprise-level applications
• Maintain confidentiality of information processed or prepared
• Specialized training in system configuration
• ITIL experience
• ServiceNow ticket system experience
• Public Trust Clearance required; must be a U.S. citizen or permanent resident and eligible for this clearance Preferred Qualifications
• Demonstrated success in working with people in establishing goals, objectives, and change management plans
• Strong communication and collaboration skills
• Experience providing technical support
• Ability to perform a wide variety of duties and responsibilities with accuracy and speed under pressure of time-sensitive deadlines
• Ability to perform multiple tasks simultaneously, including handling interruptions, and return to and complete tasks in a timely manner
• Demonstrate integrity, ingenuity, and inventiveness in the performance of assigned tasks
• Ability to easily adapt to and learn new technologies
• Perform duties and responsibilities independently
• Ability to coordinate, research, and analyze special projects/reports
• Establish and maintain effective working relationships
• Ability to perform duties with awareness of all requirements and company policies
• Must possess positive, professional, interpersonal skills Work Environment and Company Culture arenaflex is a remote-friendly company, offering a flexible and dynamic work environment. Our team is passionate about delivering exceptional services to the federal government, and we're committed to fostering a culture of innovation, collaboration, and continuous learning. We offer a range of benefits and perks, including
• Paid Federal Holidays
• Robust Health & Dental Insurance Options
• 401k with matching
• Paid vacation and sick leave
• Continuing education assistance
• Short Term / Long Term Disability & Life Insurance
• Employee Assistance Program
• through Sun Life Financial EAP Guidance Resources Compensation and Benefits arenaflex offers a competitive salary and benefits package, including
• Salary range $60,000 - $80,000 per year
• Benefits package includes health, dental, and vision insurance, 401k with matching, paid vacation and sick leave, and continuing education assistance
• Opportunities for professional growth and development How to Apply If you're a motivated and experienced Help Desk Customer Service Technician looking for a new challenge, we encourage you to apply. Please submit your resume and cover letter to [insert contact information]. We're an equal opportunity employer and welcome applications from diverse candidates. Veterans are encouraged to apply arenaflex is committed to hiring and retaining a diverse and inclusive workforce. We're proud to be a Service-Disabled Veteran Owned Small Business (SDVOSB) and SBA HUBZone Certified company, and we're committed to supporting the employment and career development of veterans and their families. Disclaimer arenaflex is an equal opportunity employer and does not discriminate in employment opportunities, terms and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law. Apply for this job

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